Customer Service Notice from iiNet Group

(iiNet Ltd, Westnet Pty Ltd, Interndoe Pty Ltd, TransACT Capital Communications Pty Ltd, Adam Internet Pty Ltd).

Delay due to severe weather events in parts of Melbourne and parts of the Central, North Central, Northern Country and North East Districts of Victoria.

iiNet Group reference ID: 5668229

The iiNet Group (iiNet Ltd, Westnet Pty Ltd, Internode Pty Ltd, TransACT Capital Communications Pty Ltd and Adam Internet Pty Ltd) is currently working to manage the impact to its network that has occurred as a result of severe weather, Melbourne and parts of the Central, North Central, Northern Country and North East Districts of Victoria on or about Friday 26 January 2018 through to Tuesday 30 January 2018.

Extreme weather events have caused notable damage to the network, rendering some services faulty, as referred to in Telstra Wholesales Mass Service Disruption Notification which can be found at https://www.telstra.com.au/consumer-advice/customer-service/mass-service-disruption/. A copy of this notice will also be published in the Melbourne Herald Sun on 6 February 2018.

The iiNet Group is working closely with suppliers and wholesalers to assess and repair the damage to affected services in a timely manner. Customers in these regions may experience service disruptions and delays to normal connection times and fault restoration.

As these circumstances are outside the iiNet Group’s control, iiNet is claiming an exemption under Section 21 of the Telecommunications (Customer Service Guarantee) Standard 2011 from the normal performance standards. The exemption shall apply from 31st January 2018 to 25th February 2018 inclusive. This date is indicative only; customers should anticipate that some further delays may occur.

Services in the affected location with a phone number in the following ranges may have been affected:

03 4432 3000 To 03 4432 4999
03 8632 3700 To 03 8633 9099
03 4465 0000 To 03 4465 0999
03 8645 9800 To 03 8645 9999
03 5321 6000 To 03 5321 6999
03 8656 1100 To 03 8656 1399
03 5343 6000 To 03 5348 9999
03 8671 3900 To 03 8671 3999
03 5420 6000 To 03 5438 9999
03 8696 2800 To 03 8696 2899
03 5459 0000 To 03 5496 2999
03 8707 4000 To 03 8711 3999
03 5725 7200 To 03 5745 9999
03 8739 0000 To 03 8809 9999
03 5756 2600 To 03 5799 9999
03 8823 0000 To 03 8878 9999
03 5820 0000 To 03 5833 5999
03 8892 5000 To 03 8892 5999
03 5851 0000 To 03 5875 8299
03 9009 0000 To 03 9009 2699
03 5949 0000 To 03 5968 9999
03 9200 2800 To 03 9418 5999
03 8099 7000 To 03 8099 9999
03 9430 0000 To 03 9528 8999
03 8290 0000 To 03 8290 1999
03 9539 2500 To 03 9605 8699
03 8300 6000 To 03 8413 4099
03 9643 6100 To 03 9644 6299
03 8431 0000 To 03 8432 9999
03 9662 7700 To 03 9662 7999
03 8458 0000 To 03 8481 8999
03 9680 0000 To 03 9904 8499
03 8502 6200 To 03 8511 4999
03 9916 1900 To 03 9934 8899
03 8530 3500 To 03 8573 4999
03 9953 4000 To 03 9954 9999
03 8585 9000 To 03 8587 9999
03 9971 1900 To 03 9971 6999
03 8613 1500 To 03 8614 7099

Estimated number of impacted services: 41,279

iiNet Group customers can enquire about CSG payment eligibility or the basis for claiming this exemption by using the contact details below, and quoting fault reference 5668229

iiNet Ltd Westnet Pty Ltd Internode Pty Ltd TransACT Capital
Communications
Pty Ltd
Adam Internet Pty
Ltd
13 22 58 1300 786 068 1300 788 233 13 30 61 08 8423 4000

If after calling one of the above numbers, you remain dissatisfied, you may choose to contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058, www.tio.com.au.  

The iiNet Group would like to apologise for any inconvenience caused, and thank all affected customers for their patience. A copy of this notice is available at www.iinet.net.au/about/legal/mass‐disruptions/notice/5668229.